Kasey Scheer
Customer Success Manager
Dillsboro,IN
Summary
Senior Support Engineer at Microsoft with expertise in client success and technology implementation. Achieved substantial increases in adoption rates through strategic planning and data analysis. Known for building strong client relationships and maintaining high service quality, with a focus on process improvement and effective problem-solving to enhance operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Support Engineer / Customer Success & Operations Manager
MICROSOFT
05.2022 - 01.2025
- Boosted adoption and utilization rates through strategic initiatives and trend monitoring.
- Ensured client satisfaction and retention through exceptional customer support.
- Enhanced service offerings and client solutions by staying updated on AI functionalities.
- Managed accounts with emphasis on quality control and high standards.
- Formulated action plans to achieve client objectives and drive positive outcomes.
- Monitored trends for continuous improvement of adoption and utilization strategies.
- Resolved escalated customer inquiries promptly, maintaining high service standards.
- Assisted in deployment of new software applications and hardware systems.
Manager – Patient Access
CARROLL COUNTY MEMORIAL HOSPITAL
Carrollton
08.2021 - 01.2022
- Provided direct leadership to patient access staff, streamlining workflows for enhanced efficiency.
- Monitored performance data, restructured job descriptions, and initiated targeted training programs.
- Achieved a 5% increase in team proficiency within first month through effective goal setting.
- Reduced budgeted expenses by $50,000 by optimizing workflow processes and realigning roles.
- Identified and addressed gaps in regulatory requirements, ensuring full compliance.
- Focused training on insurance verification, authorizations, scheduling, and collections to boost performance.
Manager – Patient Access & Telecommunications
Nuvance Health
Sharon
01.2007 - 08.2021
- Oversaw mission-critical patient access and technology functions at central Connecticut medical facility.
- Led diverse patient support staff in hiring and performance planning to meet organizational goals.
- Managed daily activities, including Patient Access performance monitoring and operational compliance with HIPAA.
- Reviewed performance data to enhance productivity and achieve key targets consistently.
- Handled daily patient and telecommunications functions, overseeing workflows, verification, registration, denials, and collections.
- Achieved notable cost savings by reducing annual budget expenses by over $100k through workflow realignment.
- Minimized total denials, including authorization denials, by 90% via streamlined reporting and improved physician collaboration.
- Spearheaded implementation of new EMR system to boost efficiency and ensure seamless departmental transition.
Education
Bachelor of Science - Business Administration, Healthcare Management
WESTERN GOVERNORS UNIVERSITY
06-2028
Skills
- Client and business success
- Technology implementation
- Office operations
- Data analysis and reporting
- Service quality assurance
- Strategic planning
- Resource allocation and scheduling
- Process improvement
- Creative problem solving
Certification
- Certified Healthcare Access Manager, NATIONAL ASSOCIATION OF HEALTHCARE ACCESS MANAGEMENT
- Certified Healthcare Access Associate, NATIONAL ASSOCIATION OF HEALTHCARE ACCESS MANAGEMENT
- Copilot Champion, MICROSOFT
Professional Memberships
- Member & Certification Proctor, NATIONAL ASSOCIATION OF HEALTHCARE ACCESS MANAGEMENT
- Member, HEALTHCARE FINANCIAL MANAGEMENT ASSOCIATION
Key Technologies
- Microsoft Copilot
- Microsoft DAX Copilot
- Microsoft 365
- Epic
- Cerner
- Meditech
- Availity
- Passport
- Navinet
- Power BI
- Sales Force
- Bright Tree
Timeline
Senior Support Engineer / Customer Success & Operations Manager
MICROSOFT
05.2022 - 01.2025
Manager – Patient Access
CARROLL COUNTY MEMORIAL HOSPITAL
08.2021 - 01.2022
Manager – Patient Access & Telecommunications
Nuvance Health
01.2007 - 08.2021
Bachelor of Science - Business Administration, Healthcare Management
WESTERN GOVERNORS UNIVERSITY
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